Quality Analyst Job in Bangalore at Leap Finance

Leap Finance is hiring for the role of Quality Analyst!

Responsibilities of the candidate:

• Conduct audits of the phone calls and video sessions to assess the domain expertise, product knowledge, and soft skills of the counselors and the sales agents
• Conduct required training sessions on the processes to ensure agents follow the company requirements while on their calls/sessions
• Conduct 1:1 feedback sessions with the relevant stakeholders
• Create action plans for sales agents and counselors to improve their performance
• Coordinate with the sales agents and operations to drive quality improvement
• Coordinate and conduct meetings with the quality team and operations
• Contribute to the research and generate insights to understand customer needs contributing to business decisions
• Identify the best practices from observations and relay them to the management

Requirements:

• 2+ years of experience in a quality analyst role in an edtech
• Excellent English - spoken and written communication skills
• Strong interpersonal skills to coordinate effectively with the agents and managers
• Proactive and responsible for reporting and sorting out any problems faced
• Knowledge of using Google Sheets for reports and analysis